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The future is our choice
At Atos, as the global leader in secure and decarbonized digital, our purpose is to help design the future of the information space. Together we bring the diversity of our people’s skills and backgrounds to make the right choices with our clients, for our company and for our own futures.
What are we looking for?
We are looking for a Customer Success Manager. Upon the signing up a qualifying ATOS Cloud
Contact Centre customer, we will assign one of our highly skilled CCaaS Customer Success
Managers (CSM) to take ownership of the customer relationship and becomes their CXone platform
advocate. The assigned CSM will actively manage a portfolio of CXone CC customers by working in
unison with the stakeholders to drive their adoption, utilization, and ultimate customer experience success.
Our CSM’s are fully focused on creating valve for our CCaaS customers by providing constant
insight in how to extract the very maximum from our customer experience solutions and services.
By working alongside the client stakeholders, the assigned CSM will work tirelessly to drive
success through report analysis, platform awareness, advising on best practices and increase
utilisation to deliver customer excellence. We aim to have every one of our CXone customers
become advocate for Atos UCC, thus driving increases in second order value.
Interaction with customers will be mainly accomplished remotely via phone, chat (messaging)
and WebRTC video collaboration session, with face-to-face meetings being arranged as
necessary, or most appropriate. The CSM will work both independently and in concert with Sales,
Technical Support, Professional Services and other teams to ensure the highest levels of
customer success, providing a collaborative solution that will leave the customer with a positive
experience and a product that meets their needs
What will you do?
• Work largely during the customers’ core business hours, with occasional extended hours as
needed
• Occasional on-call after-hours work may be required as needed by the customer
• Develop and maintain an effective and productive Customer Success Management
relationship with assigned accounts, hold regular cadence calls and quarterly business
reviews open issues, understand their contact center and business, know how CXone
solutions meet their needs, share best practices, determine ways to increase their success,
and become their trusted partner and advisor
• Provide effective triage and information gathering assistance to assigned accounts on
reported issues and ultimately orchestrate internal specialist resources to achieve resolution
• Demonstrate in depth knowledge of CXone products and associated technologies, especially
those employed by assigned accounts
• Demonstrate expertise and maintain currency in customer experience, contact center, and
related technologies
• Gain a deep understanding of each customer’s environment, identify customer needs,
propose solutions that will accelerate their success
• Demonstrate a working knowledge of competitive product lines, differentiators, and industry
trends through self-education and CXone resources
• Develop and present customized presentations to assigned account stakeholders that both
quantify and qualify product/service usage, realized benefits, achievements, opportunities,
and next steps
• Capture common questions, techniques, and best practices in daily workflow, sharing that
information by regularly creating and improving knowledgebase content
• Ensure that all communication, interactions, assignments, details, and actions are clear,
effective, timely (within established XLA’s), and are logged into the CRM system
• Tactfully, confidently, and professionally communicate with all stakeholders, especially in
emotionally charged and escalated situations, bringing people together with the common
goal of resolving issues and accelerating the customer’s success
• Present a professional image in communication, conduct, attitude, and attire
• Accountable for all actions, and tactfully reinforce accountability across all employees and
teams in the company
• Assist assigned customers in preparation for go-live, and build confidence with them as they
begin using our products in a live environment
• Responsible for customer satisfaction, retention, and reference ability for all assigned
accounts
• Participate in team goal achievement and set personal goals that increase effectiveness and
success
• Identify opportunities to improve or modify products and services to improve customer
effectiveness and experience, and recommend those improvements through proper
channels, driving product/services enhancements and development
• Participate in process improvement that will increase customer satisfaction and personal
effectiveness
• Provide awareness training to others based on skills and expertise
• Manage and document certain CXone projects with each assigned account to ensure that
they are successful
• Occasional travel (up to 20%) required, visiting customer sites
• Perform other tasks and duties as assigned or needed
Sounds exciting? Match your experience to needed skills!
• Language: Fluent in English & German
• Worked in a Customer Success Role for at least 2 years
• 3-5 years in a Technical/Service role in a customer experience, call/contact center
• Excellent analytical skills that can breakdown vast datasets and convert these into
meaningful management report
• Excellent customer empathy and communication skills, both verbal and written
• Ability to multitask and work well in a fast-paced environment
• Proficient in associated Customer Experience applications such as – Workforce Management,
360 Feedback engines, Crystal Reporting
• Able to work with little supervision and complete projects
• Demonstrated experience in a fast-paced environment and meeting customer time
constraints
• Implementation: broad skills in both Contact Centre technology & analysis; motivated by
learning new products and disciplines; experience in communicating how technical matters
can impact functional & operational matters while managing business rapport.
• Analytical, inquisitive, service & team-oriented, friendly demeanour, early adopter.
• Working experience of a busy contract centre, ideally in a supervisory capacity
• Robust understanding of workforce & quality management/ optimisation
• Excellent English & German language and written skills
What’s in it for you?
• Performance-based growth opportunities
• Competitive salary and bonus
• Car scheme
• Wellbeing programs & work-life balance – integration and passion sharing
events
• Private medical and dental care
• Benefits platform – shopping, cinema, sport etc.
• Co-funding of sport activities, e.g. Multisport & OK system cards, b-active
program
• Courses and certifications e.g. Google Cloud, AWS, ITIL
• Conferences and Expert Communities
• Gift packages for special occasions: Easter, Christmas, Children’s Day
• Appreciation for seniority: additional days off, Atos Jubilee gifts
• Charity and eco initiatives
Here at Atos, diversity and inclusion are embedded in our DNA. Read more about our commitment to a fair work environment for all.
Atos is a recognized leader in its industry across Environment, Social and Governance (ESG) criteria. Find out more on our CSR commitment.
Choose your future. Choose Atos.
